Customer Experience Coach – Experienced

Great agents need great coaching, and this offshore outsourcing centre in Umlazi wants you to provide it. This role rewards consistency more than flash.

You'll be based at an offshore outsourcing centre in Umlazi. Living nearby, or on a taxi route to it, really helps.

• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.